Director, Premium Support

Automation Anywhere is a leading provider of Agentic Process Automation solutions that help organizations transform work with AI-powered automation and advanced process discovery.

Role Overview

We are seeking a Director of Premium Support for the EMEA region. In this pivotal role you will lead a high‑performing team of Technical Account Managers (TAMs), engage directly with strategic customers, and drive adoption, utilization, growth, retention, and advocacy.

Reporting

This role reports to the VP of Global Premium Support.

Location

Hybrid role based in London, United Kingdom. Requires 2‑3 days in office.

Responsibilities

• Team Leadership & Development: Recruit, onboard, mentor, and develop TAMs to build a customer‑centric team focused on measurable outcomes.
• Customer Lifecycle Ownership: Lead end‑to‑end lifecycle across adoption, value realization, growth, retention, and advocacy.
• Customer Success Strategy: Define and execute scalable strategies that drive platform adoption, utilization, and long‑term customer value.
• Operational Excellence: Oversee operations, resource allocation, and SLA adherence while aligning delivery to success milestones.
• Customer Health & Risk Management: Create health‑scoring frameworks to identify risks and implement mitigation plans.
• Escalation Management: Serve as senior escalation point, ensuring timely resolution and maintaining strong customer relationships.
• Customer Advocacy: Partner with Product, Engineering, and Sales to represent the customer voice and influence roadmap improvements.
• Metrics & Reporting: Track CSAT, NPS, adoption, utilization, retention, expansion, and renewal rates to drive performance.
• Enablement & Best Practices: Build playbooks that elevate TAMs into strategic advisors focused on outcomes.
• Strategic Account Oversight: Guide TAMs in developing account success plans aligned to ROI.
• Continuous Improvement: Lead initiatives to enhance the customer journey and lifecycle efficiency.
• Relationship Management: Maintain relationships with senior customer stakeholders (VP/C‑level) as trusted advisors.
• Partner Collaboration: Work with Sales, Customer Success, Product, and Engineering to align strategy and drive executive engagement.
• Pre‑Sales & Business Development: Define and deliver tailored Premium Support offerings, enable cross‑team collaboration, and drive growth for key accounts.
• Onboarding & Value Delivery: Oversee smooth deal processing, customer onboarding, kickoff plans, and proactive value‑added services.
• Upsell & Renewal Management: Identify upsell opportunities, prepare for renewals, conduct QBRs, and manage risks to support expansion.
• Win/Loss Analysis: Conduct analyses to refine strategies and maintain strong relationships.

Qualifications

• Bachelor’s degree in a related field.
• 12+ years of professional experience in Technical Account Management, Customer Success, or similar roles.
• Proven leadership and coaching experience with TAM or success teams.
• Expertise in pre‑sales processes, business development, and go‑to‑market strategies.
• Track record of managing complex deals, ensuring seamless order closures, and delivering value‑added services.
• Experience managing strategic customer cohorts (e.g., top 100 accounts).
• Familiarity with customer success metrics such as CSAT, ART, and backlog management.
• Demonstrated ability to identify upsell opportunities and drive renewal readiness initiatives.

Key Competencies

• Exceptional analytical skills for forecasting, risk mitigation, and renewal strategy development.
• Strong communication and collaboration skills to align cross‑functional teams.
• Ability to define and deliver solutions that align with business goals and identify growth opportunities.
• Exceptional skill in aligning cross‑functional teams (Sales, Customer Success, Marketing, etc.) to streamline processes.
• Proactive approach to addressing challenges, resolving issues, and adapting strategies.
• Commitment to understanding customer needs and advocating internally for long‑term satisfaction.

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